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Shared Services Marketing Operations Director

4 months ago

North Wales, United States Merck Sharp & Dohme Full time

The Shared Services Marketing Operations Director is responsible for driving operational excellence of APEX shared services. This role will create operations support tiers across APEX employees, onshore contractors / consultants, and an extended pool of offshore resources. Current services include promotional content reviews and medical engagement operations, e.g., facilitating virtual engagements and moderating speaker events. It is the responsibility of the Director of Shared Services Marketing Operations to adapt and expand these services to meet evolving business needs. Interface with BU counterparts and other APEX leadership to understand their needs and ensure the shared services support is meeting those needs.
- Transform and manage Oncology and Non-Oncology Promotional Content Review Operations, including:

- Oversee Associate Directors and support them in implementing opportunities to improve the review process for both oncology and non-oncology brand teams.
- Directly drive the transition from dedicated promotion review operations support to pooled resources.
- Directly oversee the optimization of use of Promotional Review Specialists, including demand and capacity planning.
- Collaborate with the Director, Promotional Operations to make recommendation for process improvements and automation and support in implementation.
- Drive efficient Brand Operations and Medical Event Support for end-to-end peer to peer program execution operations, including:

- Accountable for a quality, efficient, and compliant operation that delivers peer to peer medical education for the US market product portfolio with significant growth opportunities.
- Serve as the chief product owner of the agile operations, overseeing the delivery of peer-to-peer medical education programs from end to end, including business operations, speaker management, training, communications, and analytics.
- Ensures that Medical Education Engagement programs are executed according to SOPs.
- Leads the future state vision and roadmap development, including, but not limited to, discovery and design with cross-functional teams and external partners to develop new technology platforms for virtual delivery of programs or to automate processes.
- Leads evolution of op model design to meet customer, business, and compliance needs, ensuring teams can support new innovation and advancing speaker management and training to align to new innovations.
- Responsible for Medical Education Engagement platform, contractor and consulting vendor partner management, and seek to optimize use of third-party resources as it relates to technical and brand operations and medical events.
- Responsible for multi-million dollar expense budget to run the operation.
- Provides input into digital medical education.
- Evolves the portfolio of APEX Shared Services by defining new Operations Shared Services based on business demand and APEX needs.
- Identify opportunities for process improvements and automation to enhance the efficiency and effectiveness of shared services.
- Stay abreast of industry trends and best practices to ensure shared services remain cutting-edge.
- Develops a three-tier operations service model that leverages pools of onsite our Company employee resources, onsite contractor / consulting resources, and offshore resources.
- Leads a team of ~40 internal employees and external contractors to define, develop, and deliver shared services leveraged by the APEX Organization to deliver customer and consumer engagement.
- Define, measure, and report on key metrics, examples of which include cost of operations, impact on savings from continuous improvement projects, operational capacity across resource pools, and promotional content review and approval process.
- Collaborate with S&CO leadership and brand teams to define a roadmap for APEX share services support.

**Education Minimum Requirements**
- Required: Bachelor's degree
- Desired: Master's degree

**Required Experience And Skills**
- Minimum of 10+ years marketing strategy, customer experience, multi-channel marketing with an emphasis on executional excellence
- Leadership that serves to catalyze how our Company engages differently with customers in impactful & compliant ways
- Demonstrated strategic thinking, problem solving, analytical critical thinking and planning skills
- Demonstrated success in vendor management
- Demonstrated success in advancing capabilities across organizational functions
- Strong collaboration, organizational and communication skills
- Proficient at leading diverse cross functional teams with and without formal authority and effectively engaging senior management
- Demonstrated strength to function and influence others effectively in a fast-paced, ambiguous environment, with frequently changing priorities
- Strong business acumen with ability to translate complex concepts clearly and concisely to broad audiences.
- Financial and budget management skills

**Preferred Experien